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icare workers insurance customer experience

What is NPS?

Net Promoter Score (NPS) is a measurement of customer loyalty and customer experience. It is a proven metric, that forms the core of customer experience programs the world over. The central NPS question is: "How likely is it that you would recommend our [organisation/product/service] to a friend or colleague?” Respondents answer this question on a scale from 0 to 10, where 0 represents “highly unlikely” and 10 represents “highly likely”. Those who respond with 9-10 are called “promoters”, 7-8 are “passives” and 0-6 are “detractors”. The NPS is determined by subtracting the percentage of detractors from promoters (see diagram).

Net promoter score = %Promoters (9-10) - %Detractors (0-6)

How does icare use NPS?

The icare workers insurance NPS program deploys a comprehensive number of NPS surveys to icare workers insurance customers and stakeholders in the NSW workers compensation scheme, including workers, employers and third party providers, including legal and medical practitioners. By asking; "Based on your most recent experience with [the stakeholder] how likely would you be to recommend them to a friend or colleague?”, icare is using NPS as a way of understanding customer needs, ensuring the customer remains at the centre of all decision making. For the avoidance of doubt, the reference to “stakeholder” includes icare itself. The customer is at the center of everything we do.

Current feedback

Please note that the scores below only reflect customer responses on a scale of 0 (highly unlikely) to 10 (highly likely) to the question “Based on your most recent experience with [stakeholder] how likely would you be to recommend them to a friend or colleague?”. It does not reflect any other data or responses to any other questions. If you have any questions about the results below, or icare’s NPS program, please email Scheme Insights & Improvement Manager.

icare workers insurance NPS breakdown

The below charts represent 3 months of rolling data for any given month and is a combination of that month and the two months prior (e.g. April data point is a combination of February, March & April).

Workers Insurance NPS (3 month rolling data) This graph represents the NPS scores across the icare workers insurance NPS program as a whole, over the listed period. It collates the results of NPS surveys distributed to customers and stakeholders in respect of icare and each other stakeholder in the NSW workers compensation scheme.
Worker NPS Score (3 month rolling data) This graph represents the results of all NPS surveys distributed as part of the icare workers insurance NPS program to workers only, over the listed period.
Employer NPS Score (3 month rolling data) This graph represents the results of all NPS surveys distributed as part of the icare workers insurance NPS program to employers only, over the listed period.
NPS Breakdown by icare agent (3 month rolling data)
This represents the results of the NPS surveys distributed as part of the icare workers insurance NPS program in relation to insurance agents only, over the listed period.

This chart shows a summary of the key areas our customers would like icare and each other stakeholder in the NSW workers compensation scheme to improve on in response to the question: “What is the one thing [stakeholder] could do to improve?”